Cost of Attrition Calculator

Complete this form to determine your true attrition costs.

Number of Employees:

Monthly Attrition Rate:

Agent Replacement Costs:

All costs of separating the old agent, finding the new one, hiring, and training costs, including salary during training. Typically $5000 for a $10 an hour, North American agent, with four weeks of training.

Productivity Costs:

Freshly minted agents are less productive (usually for around six months, during the "productivity ramp"). This means many of your dollars are spent on learning, not productivity, during this period. How much in lost wages? Usually 40% of the replacement cost.

For each 1% of monthly attrition, how many more agents do you need to hire annually to make up for the lower productivity

Another cost of a greener workforce is that you have to hire extra staff to cover the required number of calls. For a typical productivity ramp, every extra percentage point of monthly attrition requires that you hire 1% more agents for the year. So in a center with 500 people and a 5% monthly attrition rate, with 1.5% being the ideal rate, you could have 17 fewer employees all year long. This typically adds about 60% to the "Agent Replacement Costs." For the above, for each percentage point you save monthly attrition, how many fewer workers could you have on staff?